Privacy Policy

Last Updated: 3/08/2025

At Pawsome Memories, we understand that your privacy is as precious as the bond you share with your beloved pets. This Privacy Policy explains how we collect, use, protect, and share your personal information when you visit our website or use our services.

1. Introduction and Commitment

Pawsome Memories ("we," "us," or "our") is committed to protecting your privacy and handling your personal information with the same care and respect we show for the cherished memories of your furry family members.

This Privacy Policy applies to all information collected through:

Our website (pawsomememories.com)
Email communications
Customer service interactions
Product purchases and orders
Newsletter subscriptions
Social media interactions

By using our services, you consent to the practices described in this Privacy Policy.

2. Information We Collect

Personal Information You Provide

Account and Contact Information:

Name and contact details
Email address
Phone number
Mailing and billing addresses
Account passwords (encrypted)

Order and Payment Information:

Purchase history
Payment method details (processed securely by third-party payment processors)
Shipping preferences
Product customization requests

Communication Information:

Customer service inquiries
Product reviews and testimonials
Newsletter subscriptions
Survey responses
Social media interactions

Pet and Memorial Information:

Pet names (if included in custom requests)
Memorial dates or messages
Pet photos (if submitted for custom products)
Grief support resource requests

Information Automatically Collected

Technical Information:

IP address and location data
Device type and browser information
Operating system details
Website usage patterns
Pages visited and time spent
Referral sources

Cookies and Tracking:

Session cookies for site functionality
Analytics cookies for website improvement
Marketing cookies for advertising (with consent)
Preference cookies for user experience

3. How We Use Your Information

Primary Uses

Order Processing and Fulfillment:

Processing and shipping your orders
Communicating order status and updates
Handling returns, exchanges, and refunds
Providing customer service support

Account Management:

Creating and managing your account
Personalizing your shopping experience
Saving order history and preferences
Enabling wishlist and favorite features

Communication:

Sending order confirmations and shipping notifications
Providing customer support
Sending newsletter and promotional emails (with consent)
Responding to inquiries and feedback

Secondary Uses

Business Improvement:

Analyzing website usage and customer behavior
Improving product offerings and services
Conducting market research and surveys
Developing new products and features

Legal and Security:

Preventing fraud and unauthorized access
Complying with legal obligations
Enforcing our Terms of Service
Protecting our rights and interests

4. Information Sharing and Disclosure

Service Providers:

Printing Partners (Gelato): For product fulfillment and shipping
Payment Processors: For secure payment processing (we don't store payment details)
Email Service Providers: For newsletter and communication delivery
Web Analytics: For website performance and improvement
Customer Service Tools: For support ticket management

Dropship Suppliers:

Product suppliers for memorial items and gifts
Shipping and fulfillment partners
Quality control and customer service providers

Legal Requirements:

Government authorities when required by law
Law enforcement for legitimate investigations
Legal proceedings or court orders
Protection of rights, property, or safety

Third-party marketers (without explicit consent)
Data brokers or list sellers
Competitors or unauthorized parties
Social media platforms (beyond standard integrations)

5. Data Retention and Storage

Retention Periods

Active Accounts: We retain your information while your account is active and for a reasonable period after account closure.

Order Information: Purchase history and order details are kept for:

7 years for tax and accounting purposes
Customer service and warranty support
Product quality improvement

Marketing Communications: Subscription data until you unsubscribe or request deletion.

Website Analytics: Aggregated and anonymized data may be retained longer for business analysis.

Data Storage

Security Measures:

Industry-standard encryption (SSL/TLS)
Secure data centers with physical security
Regular security audits and updates
Access controls and authentication
Data backup and recovery procedures

International Transfers: Some data may be processed by service providers outside Australia. We ensure appropriate safeguards are in place through:

Contractual protections
Privacy framework compliance
Security standard requirements

6. Your Rights and Choices

Access and Control

Account Access:

View and update your personal information
Download your data in portable format
Close your account (subject to legal retention requirements)

Communication Preferences:

Unsubscribe from marketing emails
Opt out of SMS communications
Choose newsletter frequency
Update contact preferences

Cookie Controls:

Browser settings to block or delete cookies
Opt-out of analytics tracking
Advertising preference controls
Essential cookies cannot be disabled without affecting functionality

Australian Privacy Rights

Under Australian Privacy Principles (APPs), you have the right to:

Access: Request access to your personal information Correction: Request correction of inaccurate information Complaints: Lodge privacy complaints with us or the Australian Privacy Commissioner Anonymity: Deal with us anonymously where practicable (limited for orders)

Data Portability and Deletion

Data Export: Request a copy of your data in machine-readable format Data Deletion: Request deletion of your personal information (subject to legal requirements) Correction: Update or correct any inaccurate information

7. Cookies and Tracking Technologies

Types of Cookies We Use

Essential Cookies:

Shopping cart functionality
User authentication
Security features
Website operation

Analytics Cookies:

Website performance monitoring
User behavior analysis
Traffic source tracking
Feature usage statistics

Marketing Cookies:

Advertising personalization
Campaign effectiveness tracking
Social media integration
Remarketing capabilities

Managing Cookies

You can control cookies through:

Browser settings and preferences
Our cookie consent banner
Third-party opt-out tools
Privacy-focused browser extensions

8. Third-Party Services and Links

Integrated Services

Payment Processing:

We use secure third-party payment processors
Payment data is handled according to PCI DSS standards
We don't store complete payment card information

Social Media:

Social login options (with your consent)
Social sharing features
Customer review platforms
Community engagement tools

Analytics and Marketing:

Google Analytics (with privacy controls)
Email marketing platforms
Customer service tools
Product review systems

External Links

Our website may contain links to third-party websites for:

Pet grief support resources
Partner organizations
Supplier websites
Social media platforms

We are not responsible for the privacy practices of external websites.

9. Children's Privacy

Our services are not intended for children under 13, and we do not knowingly collect personal information from children under 13.

If we discover we have collected information from a child under 13:

We will delete the information promptly
We will not use the information for any purpose
We will not share the information with third parties

Parents who believe we may have collected information from their child should contact us immediately.

10. Data Security Measures

Technical Safeguards

Encryption:

SSL/TLS encryption for data transmission
Encrypted data storage
Secure communication protocols
Password protection and hashing

Access Controls:

Role-based access limitations
Multi-factor authentication
Regular access reviews
Employee training and agreements

Physical Safeguards

Secure Facilities:

Protected data centers
Limited physical access
Environmental controls
Security monitoring

Organizational Safeguards

Policies and Procedures:

Privacy training for staff
Incident response procedures
Regular security assessments
Vendor security requirements

11. International Data Transfers

Some of our service providers may be located outside Australia. When we transfer your personal information internationally, we ensure:

Adequate Protection:

Contractual safeguards
Privacy framework compliance
Security standard requirements
Regular compliance monitoring

Countries Where Data May Be Processed:

United States (cloud services, analytics)
European Union (customer service tools)
Other countries with adequate privacy protections

12. Privacy Policy Updates

Notification of Changes

We may update this Privacy Policy to reflect:

Changes in our practices
Legal or regulatory requirements
New features or services
Customer feedback and improvements

How We Notify You

Material Changes:

Email notification to registered users
Prominent website notices
Pop-up notifications during login
Updated "Last Modified" date

Minor Updates:

Website posting with updated date
Newsletter mentions
Social media announcements

13. Contact Information and Complaints

Privacy Questions and Requests

Email: info@pawsomememories.com.au

Response Time: We aim to respond to privacy requests within 30 days.

Complaints Process

Internal Complaints:

Contact our privacy officer via the above methods
Provide details of your privacy concern
We will investigate and respond within 30 days
If needed, we will work with you to resolve the issue

External Complaints: If you're not satisfied with our response, you can contact:

Office of the Australian Information Commissioner (OAIC)

Website: oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au

14. Special Considerations for Memorial Products

Sensitive Information

We understand that memorial products involve sensitive personal information and emotions. We handle this information with special care:

Memorial Content:

Pet names and dates are treated as sensitive information
Memorial messages are handled confidentially
Photos submitted for memorial purposes are securely stored
Grief-related communications receive priority attention

Emotional Support: While we're not counselors, we recognize the emotional significance of our products and:

Train staff in sensitive customer service approaches
Provide links to pet grief support resources
Handle memorial orders with extra care and attention

15. California Privacy Rights (CCPA)

For California residents, additional rights may apply under the California Consumer Privacy Act:

Right to Know: Categories of personal information collected and how it's used Right to Delete: Request deletion of personal information (with exceptions) Right to Opt-Out: Opt out of sale of personal information (we don't sell personal information) Non-Discrimination: We won't discriminate against you for exercising privacy rights

16. Consent and Withdrawal

Explicit Consent: Required for marketing communications and optional features Implied Consent: For necessary business functions like order processing Ongoing Consent: Can be withdrawn at any time for marketing purposes

You can withdraw consent by:

Unsubscribing from emails
Updating account preferences
Contacting customer service
Using opt-out links in communications

Note: Withdrawing consent may limit our ability to provide certain services.

Acknowledgment

By using our website and services, you acknowledge that you have read and understood this Privacy Policy and consent to our collection, use, and disclosure of your personal information as described herein.

This Privacy Policy is effective as of [Date] and was last updated on [Date].

Note to Business Owner: This privacy policy should be reviewed by a qualified Australian privacy lawyer before implementation. Consider adding specific clauses for:

Your actual business address and contact details
Specific third-party services you use
Any additional data collection practices
State-specific privacy requirements
International customer considerations

Remember to update the policy whenever you change data practices and ensure compliance with the Australian Privacy Principles (APPs) under the Privacy Act 1988.